|
NORTH CENTRAL TEXAS COLLEGE
COURSE SYLLABUS
|
|
The North Central Texas College (NCTC) Course Syllabus provides the following as required by the Texas Higher Education Coordinating Board (THECB): (1) a brief description of the course including each major course requirement, assignment and examination; (2) the learning objectives for the course; (3) a general description of the subject matter of each lecture or discussion; and (4) any required or recommended readings. Contact information for the instructor is also provided. The Course Syllabus also provides institutional information to indicate how this course supports NCTC’s purpose and mission. Information specific to a particular section of the course will be included in the Class Syllabus and distributed to enrolled students.
|
Course Title:
|
Customer Relations
|
|
Course Prefix & Number:
|
MRKG1301
|
Section Number:
|
402
|
Term Code:
|
Fall 2017
|
|
Semester Credit Hours:
|
3
|
Lecture Hours:
|
48
|
Lab Hours:
|
0
|
|
Course Description (NCTC Catalog):
|
|
General principles of customer service including skills, knowledge, attitudes, and behaviors. Topics will include teamwork in an organization, internal and external customer relationships; communication in clear and professional manner and conflict resolution.
|
|
Course Prerequisite(s):
|
|
|
Course Type:
o - Academic General Education Course (from Academic Course Guide Manual but not in NCTC Core)
o - Academic NCTC Core Curriculum Course
x - WECM Course
|
| |
|
|
|
|
|
|
|
|
Name of Instructor:
|
Doug Akins
|
|
Campus/Office Location:
|
COR320
|
|
Telephone Number:
|
940-498-6261
|
|
E-mail Address:
|
dakins@nctc.edu (preferred)
|
|
Office Hours:
|
By appointment
|
|
Name of Dean:
|
Debbie Huffman
|
|
Office Location:
|
Gainesville
|
|
Telephone Number:
|
940-668-3357
|
|
E-mail Address:
|
dhuffman@nctc.edu
|
| |
|
|
REQUIRED OR RECOMMENDED COURSE MATERIALS
Customer Service: Skills for Success, 6th
Robert Lucas, McGraw Hill
COURSE REQUIREMENTS, EVALUATION METHODS AND GRADING CRITERIA
|
# of Graded Course Elements
|
Graded Course Elements
|
Percentage or Points Values
|
|
|
Exams
|
25%
|
|
|
Reading / Homework
|
25%
|
|
|
Customer Experience Project
|
25%
|
|
|
In-Class Exercises and Participation
|
25%
|
GRADING SCALE
|
90-100%
|
A
|
|
60-69%
|
D
|
|
80-89%
|
B
|
|
Below 60%
|
F
|
|
70-79%
|
C
|
|
|
|
INSTITUTIONAL LEARNING GOALS
o A quality general education curriculum in all associate degree programs.
o Quality freshman and sophomore level courses in arts and sciences which parallel the lower division offerings of four-year colleges and universities.
x Quality technical programs leading directly to careers in semi-skilled and skilled occupations, and quality technical education programs up to two years in length leading to certificates and associate degrees.
o Quality programs and services in support of adult literacy and basic skills development as a mean of workforce enhancement and expanding access to higher education.
PROGRAM PURPOSE STATEMENT
NCTC seeks to implement its goal of providing quality technical programs leading directly to careers in semi-skilled and skilled occupations, and quality technical education programs up to two years in length leading to certificates and associate degrees by offering a coherent sequence of courses with appropriate breadth and depth to prepare students for success in the workforce.
DEPARTMENTAL PURPOSE STATEMENT
The purpose of the Business Management Department is to provide certificate and degree options in business management that will allow students to enter and advance in the workforce or enter four-year institution to pursue a higher degree.
STUDENT LEARNING OUTCOMES
- Explain internal and external customer relations.
- Recognize individual behaviors that engage customers.
- Understand the importance of and means of obtaining customer feedback.
- Identify techniques for recovering the lost customer.
- Apply stress reduction skills.
- Set goals for customer relationship management that leads to excellent customer service.
GENERAL DESCRIPTION OF SUBJECT MATTER FOR EACH LECTURE/DISCUSSION
|
Topic
|
General Description of Subject Matter
|
|
|
The Customer Service Profession
|
|
|
Contributing to the Service Culture
|
|
|
Verbal Communication Skills
|
|
|
Nonverbal Communication Skills
|
|
|
Listening to the Customer
|
|
|
Customer Service and Behavior
|
|
|
Service Breakdowns and Service Recovery
|
|
|
Customer Service in a Diverse World
|
|
|
Customer Service via Technology
|
|
|
Encouraging Customer Loyalty
|
|
Last day to Withdraw
|
For the Fall 2017 semester, the last day to withdraw from a course with a “W” is November 9, 2016.
|
|
Student Rights & Responsibilities
|
Scholastic dishonesty shall constitute a violation of college rules and regulations and is punishable as prescribed by Board policies. Scholastic dishonesty shall include, but not be limited to cheating on a test, plagiarism, and collusion. See Student Handbook “Student Rights & Responsibilities: Student Conduct [FLB (LOCAL)]” #20 on page 175.
|
|
Tobacco-Free Campus
|
NCTC restricts the use of all tobacco products and electronic smoking products including cigarettes, cigars, pipes and smokeless tobacco on campus property and in all classrooms.
|
|
Scholastic Integrity
|
Scholastic dishonesty shall constitute a violation of college rules and regulations and is punishable as prescribed by Board policies.
Scholastic dishonesty shall include, but not be limited to cheating on a test, plagiarism, and collusion.
|
|
STUDENT SUPPORT SERVICES
|
|
Disability
Services (OSD)
|
The Office for Students with Disabilities (OSD) provides accommodations for students who have a documented disability. A disability is anything that can interfere with learning, such as a learning disability, psychological challenge, physical illness or injury. Accommodations may include extra time on tests, tests in a distraction reduced environment, volunteer note taker in class, etc.
On the Corinth Campus, go to room 170 or call 940-498-6207. On the Gainesville Campus, go to room 110 in the Administration (100) Building or call 940-668-4209. Students on the Bowie, Graham, Flower Mound, and online campuses should call 940-668-4209 to arrange for an intake appointment with OSD.
North Central Texas College is on record as being committed to both the spirit and letter of federal equal opportunity legislation, including the Americans with Disabilities Act (ADA) of 1990, ADA Amendments Act of 2009, and Section 504 of the Rehabilitation Act of 1973 (P.L. 93-112).
http://www.nctc.edu/StudentServices/SupportServices/Disabilityservices.aspx
|
|
Early Alert and NCTC CARES
|
The NCTC Early Alert program has been established to assist students who are at risk of failing or withdrawing from a course. Your instructor may refer you to this program if you are missing assignments, failing tests, excessively absent, or have personal circumstances impacting your academic performance. If submitted as an Early Alert you will be notified via your NCTC e-mail address and then contacted by a Counseling and Testing advisor or counselor to discuss possible strategies for completing your course successfully.
The NCTC CARES (Campus Assessment Response Evaluation Services) Team addresses behavior which may be disruptive, harmful or pose a threat to the health and safety of the NCTC community-such as stalking, harassment, physical or emotional abuse, violent or threatening behavior, or self-harm. As a student, you have the ability to report concerning behavior which could impact your own safety or the safety of another NCTC student. Just click the NCTC CARES Team logo posted on MyNCTC, or send an e-mail to CARESTeam@nctc.edu. As always, if you feel there is an immediate threat to your own safety or welfare (or to another student), please call 911 immediately.
|
|
Financial Aid, Scholarships, and Veterans Services
|
The Financial Aid Office is responsible for administering a variety of programs for students who need assistance in financing their education. The first step for financial aid is to complete a FAFSA. For more information, please visit your nearest Financial Aid Office.
|
|
Support Services
|
Counseling and Testing staff offer a variety of services to current and prospective students, such as College 101, placement testing, academic advising and course registration, transfer assistance, and College Success seminars (Time Management, Study Skills, Test Anxiety, Choosing a Major, Learning Style Strategies, Career Exploration), and much more. http://www.nctc.edu/StudentServices/CounselingTesting.aspx
Student Success offers academic coaching, tutoring, including a Writing Center, a Math Lab, free 24/7 online tutoring through Grade Results and assist new students acclimate to college by providing computer lab services for prospective students. First generation students can also participate in TRIO which offers specialized support services.
http://www.nctc.edu/StudentServices/SupportServices.aspx
Financial Aid offers financial resources for students that qualify, visit the financial aid offices for more information. http://www.nctc.edu/FInancialAidHome.aspx
|
| |
|
|